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| - HORRIBLE CUTSOMER SERVICE. I am sad to say I have to agree with other reviews that they have gotten so busy they do not care about customer service at ALL. If you question anything they get very irritated. Firstly, their policy of NO cancellations seems rather rigid. In my surprise, I asked why this was and the person was SO abrasive in explaining/defending the policy it was a very unpleasant conversation (apparently past customers have booked every day and then cancelled).
I was told to pre-pay and sign up online (they will not make a reservation over the phone). That would be fine, other than for a week I tried a few times to register and it didn't work. I called to see if they could help and again they seemed irritated and stated they would not take the reservation. After asking what I was supposed to do the lady tried to sign me up online and couldn't do it either (apparently I was the first person to identify a website issue with Internet Explorer). They finally resolved that issue and got me signed up (w/o any apology for the issue).
I scheduled my dog for half day of day care and then grooming. Since half day daycare is until 1:00 and grooming is 3-4 hours I figured I would pick him up at 5:00. When I scheduled they didn't mention any specific pick-up time (by the way I scheduled over the phone b/c apparently you CAN schedule day care over the phone if you are also doing grooming but I didn't mention that as I didn't want to "push my luck" since clearly they don't like to be questioned).
Be aware that if you want half day daycare followed by grooming you will have to pick up at 3:00 or pay for a full day of daycare (even though the dog will only be in daycare in the morning and you are already paying additional money for grooming in the afternoon - so they basically they double charge for all/most of the afternoon). I was NEVER told this and only realized it when I called mid-morning to confirm the grooming since they seemed a bit unsure of things when I dropped him off.
They justify a full day charge b/c "they don't have room in the grooming area for the dog to wait". OK - fair enough (I guess?). If ANY of this had been explained to me in a clear (and hopefully NICE) way that would have been fine. However, when I questioned the cost/schedule (honestly trying to understand) I was told that I was being "rude" (FYI - I am in a professional work environment and must speak professionally at all times). At no point did I raise my voice, use profanity or criticize them. Asking questions (even if frustrating to the person being asked) does not equate to rude. Stating someone is being rude ONLY serves to escalate the situation, so why would they (the business) choose to escalate the conversation? Horrible customer service is the answer to that question.
After being told I was rude by the first guy he said he was going to pass the call to the manager. I thought "that seems like a good idea", however her first statement was "So, I understand you have a problem with our policies". WHAT?!? I had never said I had a "problem" so again this will only serve to escalate. WOW!! I had to remind her that At NO POINT did I ever say that I wouldn't pay for a full day and possibly needed to DO a full day based on what they were telling me now (that I wasn't told when I scheduled).
She then stated that she had " told me several times on the call" what their policy was. I had to ask her to stop saying that they had "told me several times" b/c obviously I didn't yet understand or wouldn't continue to ask questions... and that, in fact, saying that to someone could be considered "rude" if they wanted to use that word so freely. She then told me that they would prefer if I came to get the dog right now.... WHAT?!? I am at work! Granted, we are having a strained conversation but they think it is reasonable to suggest that I leave work immediately to come get the dog simply b/c we are having a problem on the phone?!? How would that change anything? Is the dog that was doing "great" a few minutes ago now somehow causing a problem being there? What an amazingly unprofessional and ridiculous response!
She conceded that the dog would be fine there (I would hope so!) and that in the future to not use their service. Obviously I would NEVER GO BACK so it is ridiculous she felt the need to tell me not to come back. Just another example of horrible customer service.
Had I made a scene in the shop or used language on the phone that was inappropriate at all then, yes, tell a customer to come get their dog/not come back. However, they should be able to handle a conversation w/o escalating like they did. Given what I've seen I'm sure they will post a self-justifying response here - if they even bother to respond to feedback vs. acknowledging there was NO reason to treat a customer in such a way over a simple question/misunderstanding.
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